Senior Technical Services Cross Technology Systems Integration Specialist / Technical Lead

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

What you'll be doing

Key Responsibilities:

• Interacts with clients on site and remote to meet more complex requirements of a solution.
• Escalates unresolved problems and issues to the relevant third parties.
• Delegates lower complexity tasks to engineers and technicians.
• Assumes responsibility for the coordination of the activities of the engineers, in line with performance targets, leading by example and monitoring the quality of engineer's and technician's work when required.
• Writes reports and proposals and completes and maintains project documentation.
• Assists with the documentation of standard operating procedures relating to installations and fixes.
• Acts as coach and mentor to more junior Implementation Engineers and Technicians.
• Assumes responsibility for the coordination of the activities of the Engineers, in line with performance targets.
• May be required to serve periodically on the customer service desk, providing third line telephonic, remote and on-site support and problem management.
• Included in complex design work, with input to the design expected.
• Expected to take ownership of relevant technologies according to domain or specialization.
• Engages vendors for priority escalations or bugs found during deployments.
• Performs any other related task as required.

Knowledge and Attributes:

• Advanced understanding and appreciation of technical design and business principles.
• Advanced project fundamental and administration ability.
• Advanced project fundamentals which are demonstrated in the execution of installations and other assignments.
• Advanced customer engagement skills.
• Advanced relevant domain specialist knowledge.
• Excellent verbal communication skills.
• Client focused and displays a proactive approach to solving problems.
• Advanced ability to coach, mentor and provide guidance to team members.
• Ability to take ownership as technical lead during project lifecycle.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Collaboration -
• Valid CCIE Collaboration Certification required.
• Customer Experience -
• NICE plus 3 additional NICE Engage NCSE; NICE Engage NCIE (Installation); Sentinel Fundamentals; CXOne Basic Certification CXOne Advanced Certification; CXOne ACD Administrator Certification.
• Additional - Nexidia Data exchange framework; Nexidia NCSE; Nexidia NCIE; Advanced Processing Automation (RTAM); NICE WFM (IEX); Compliance Centre; NICE Inform; Avaya VOIP Integrations; Cisco VOIP Integrations.
• Encryption; Multiple Data Centres (MDC); NICE Real Time Authentication; NICE Trade Recording.
• Avaya certification plus additional such as Avaya Aura Core Avaya Aura Contact Centre Avaya IP Office; Avaya IP Office Contact Centre; Avaya Session Border Controller; Avaya Experience Portal Administration.
• Verint certification and additional such as Workforce Management (WFM); Interactions; Speech; DPA.
• Genesys foundational courses; Genesys Cloud CX - Implementation; Genesys Cloud CX - Contact Centre Administration; Genesys Cloud CX - Reporting and Analytics; Level 4 - Genesys Cloud: Edge – Networking; Genesys Cloud - Edge – BYOC Premise Configuration; Genesys Cloud - Edge – How it Works; Genesys Cloud - Edge – WebRTC; Genesys Cloud - Edge – Survivability; Genesys Cloud - Edge – BYOC Premises and Edge Introductory Concepts; Genesys Cloud - Edge – Troubleshooting; Genesys Cloud - API – Conversation Management; Genesys Cloud - API – User Management; Genesys Cloud - API – Workforce Management; Genesys Cloud - API – Real-Time Reporting; Genesys Cloud - API – Quality Report Generation; Genesys Cloud - API – Historical Report Generation; Genesys Cloud - API – Authorization; Genesys Cloud - API – Introduction to the Platform API Genesys - Decisions Administration; Genesys - Decisions Strategic Planning.
• Data Centre -
• Relevant certifications such as HPE Proliant servers, 3PAR, Primera, Alletra, Simplicity, Synergy, StoreOnce, MSA Storage. Dell PowerEdge servers, Unity, PowerStore, Recoverpoint Appliance/VE, PowerScale Isilon PowerProtect/Data Domain, VxRail, VMware Certified VCP-DCV, vSAN, SRM. Dell Information Storage Associate - DCA-ISM. Veeam Backup and Recovery VMCA . Veritas Netbackup Admin and implementation.
• Azure Fundamentals. Cisco UCS Servers. Cisco MDS and Brocade SAN Switches - Zoning. Nutanix HCI NCP.
• End User Compute -
• Microsoft Certified Professional; Microsoft 365 Administrator (MS-100, MS-101); Microsoft 365 Certified - Modern Desktop Administrator Associate (MD-100, MD-101); Microsoft Azure Fundamentals Training & Certification (AZ-900); Microsoft 365 Certified: Teams Administrator Associate; AZ-103: Azure Administrator Associate; Microsoft Certified - Azure Identity and Access Administrator; AZ-500 - Microsoft Azure Security Technologies; Microsoft Certified Solutions Associate - Server 2016; AZ-500 - Microsoft Azure Security Technologies; Microsoft Certified - Azure Virtual Desktop Specialty; AZ-300 - Microsoft Azure Architect Technologies.
• Microsoft Certified - Azure Virtual Desktop Specialty.
• Networking -
• Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCIE, JNCIE, ACMP etc.; Cisco Dev Net certification.
• Security -
• Azure Certified Solutions Architect / PCNSE / FCE / CCNP Security / CISSP / Automation certifications or equivalent preferred.
• Cloud Security certifications and certifications such AZ-500, SC-200, Security+, CEH, CISSP, CISM or similar Certification in different networking technologies such as CCIE / CCDP Security, JNCIA, ACCA, PCNSE, PCNSC, FCE, CCSA, ITIL, Azure Security Engineer, Azure Certified DevOps Engineer, Azure Certified Network Engineer, Azure Certified Solutions Architect, Azure Administrator Associate is advantageous.
• Certifications relevant to the services provided (certifications carry additional weightage).
• Terraform; Azure; Sentinel; EDR Defender for Cloud; Microsoft Security; Devops Ci/CD Pipelins; Azure Governance (Defender for Cloud, Azure Policies, Secure Score and Compliance); Version Control (Git); Microservices (Kubernetes, Azure Containers); Azure / AWS/ GCP Infrastructure (IaaS, PaaS, SaaS); Azure Infrastructure as Code; Azure Administration; Hybrid Cloud; Networking (Firewalls, LAN, VPN); Automation; MS Office365.
• Power BI Administration; Scripting (PowerShell); ZTNA.

Required Experience:

• Advanced work experience in a technical implementation engineering technologies such as Networking, Data Center, Security, Customer Experience, Collaboration and/or End User Compute etc.
• Advanced experience engaging with clients and conducting presentations.
• Advanced report writing experience.
• Advanced project management experience.
• Required Experience (Specific to Collaboration) -
• Advanced experience with Cisco Unified Communications Manager, Cisco Unity Connection, Cisco Unified Contact Centre Express, Cisco Attendant console, Cisco IMP, Cisco Customer Collaboration Platform and Expressway in enterprise deployments, including bulk administration, provisioning and management of endpoints and user accounts in large-scale systems.
• Advanced experience with voice gateways - MGCP, SIP, H.323, SCCP, digital PRI/E1, analog FXO/FXS.
• Advanced experience with Border Element, media resources, SRST/SRSV.
• Advanced experience with Cisco Unified Contact Center Express, including but not limited to UC Manager integration, scripting, high availability clustering.
• Advanced experience with design and implementation for UC environment.
• Advanced experience with CME/CUE.
• Advanced experience in dial plan designs and implementation.
• Advanced experience with virtualization, specifically VMware, Cisco UCS B/C-Series servers and wireshark.
• Advanced experience with Cisco TelePresence video solutions.
• Advanced experience with Cisco audio and video conferencing solutions.
• Advanced experience with Webex Calling and Webex Contact Centre solutions.
• Advanced experience with voice carrier systems i.e.. Openserv, Neotel, Vodacom, MTN, Experience with multi-cluster call manager environments.
• Advanced ARC and Call Cabinet expertise is advantageous.
• Required Experience (Specific to Security) -
• Advanced experience in SOC Analysis Operations.
• Advanced experience in SIEM usage for investigations.
• Advanced experience in Azure or AWS or GCP.
• Advanced experience in Security technologies like Firewall, IPS, IDS, Proxy etc.
• Advanced experience in technical support to clients.
• Advanced experience in handling security incidents end to end.
• Advanced experience in configuring/managing security controls, such as SIEM, Firewall, IDS/IPS, EDR, NDR, UTM, Proxy, SOAR, Honeypots, decoys, and other security tools.
• Advanced experience in log collection mechanism such as Syslog, Log file, DB API.
• Advanced experience in configuring/managing security controls, such as SIEM, Firewall, IDS/IPS, EDR, NDR, UTM, Proxy, SOAR, Honeypots, and other security tools.
• Advanced experience in web service protocols and frameworks for high-availability, low-latency, resiliency, and auto-scaling.
• Advanced experience in sound practices on securing data and systems by applying appropriate authentication and authorization controls.
• Advanced experience in Event Driven Development and asynchronous operations.
• Advanced experience in scripting languages such as Python, Perl, or Ruby, and experience with automation tools like Ansible, Puppet, or Chef.

Workplace type:

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.